Attendees: Keith Mehaffy (KM), Alex Stirling (AS), Emmanuel Anyiri (EA), David Manning (DM), Robert Seals (RS), Sue Walter (SW), Leon McPherson (LMP)
Recording of Meetings / Minutes
Overview of complaints received/ Formal Complaints Log
- RS: Mariela has asked that complaints are dealt with via email and the Formal Complaint Log Document. I will go back in more detail on that document. I’m glad that complaints are being addressed more openly. However, I’ve noticed that on a few occasions, it feels like everything is being blamed on TRG, such as issues with the loading bay or noise in the Square. It’s important to clarify that not all issues are our fault. We will ensure that when it is our responsibility, we handle it.
- AS: I can’t say that everything is your fault, but I think that 1) the GQ event was disruptive, and 2) there seem to be quite a few complaints coming from people near the building, as well as those exiting the club at the end of shifts and causing noise late at night. 3) regular noise could be from people in the club standing on the corner and chatting.
- RS: Parking is another issue being raised by KSRA, along with exiting. Exiting staff don’t use the loading bay (Mariela had noted in a complaint that it should be used on exit), and the new gates are locked. So, team members now take a longer pathway to get out of the building. However, not all of them are compliant (quiet), and this needs improvement. We will extend the evening SIA rota so that team members can stay until everyone left and everything is closed. The gate across the yard is an additional concern, and I understand that we could manage this better. I have told staff to be quiet myself and I’m happy to work with management to reinforce the importance of their behaviour.
- RS: re chatting – club members leaving generally don’t make too much noise, but people walking to the square who aren’t members can be noisy. Just as one example of recent complaints, on the 17th of November 20 people were in the Square garden, they let themselves through the gates and made noise. I’m happy to provide more information and will aim to help clarify whether it’s KRG complaints or not.
- AS: I can’t comment on that. There have been one or two instances with people standing on the corner of the square, but whether or not they are your guests, I can’t say.
- RS: The security are doing their job in the main, because the members are getting annoyed by this, and there is proof of it.
GQ 19th November – Derry Street Closure
- AS: During the GQ event, Derry Street turned into a parking lot at some point in the evening. I went down there because of the noise, with paparazzi present and people screaming and shouting. There were 22 Land Rovers parked there, and limos were waiting for people, with drivers chatting. I know this doesn’t happen every week, but is it really necessary to have all these cars and paparazzi there?
- RS: The street was closed, and the traffic was different from usual. From my point of view, the street was quieter. I told a couple of drivers to speak quietly. Genuinely, they were either parking or dropping people off; there were no random cars moving. If we control it like that and shut the street, agree the drivers have to be quiet. The honking was happening earlier in the evening.
- AS: It depends on what you consider to be early, as everything was going on until 12 AM.
- RS: The main noise had calmed down by 10 o’clock, as the primary crowd and photographer noise came from the drop-off. We can’t stop paparazzi from arriving, and it’s difficult to control that. Considering the scale of the event, the main concern was traffic control, and we took onboard everything that you said. Overall, it was well run for such a large event.
[AS leaves the online meeting and joins at 6:23pm in person]
[Leo arrives at 6:22pm]
- SW: Mariella wants the complaints written via email.
- RS: People parked their cars in the square for GQ, but we asked them to move them. They were also not allowed to enter the club afterward until they move the car.
- AS: Are limo drivers important on Derry Street?
- RS: They (GQ) shut the street for the limos and could do whatever they wanted to some extent. It’s just very busy generally, and we don’t take responsibility for everything coming into Derry St.
- LMP: The security that operates further back by [location/premises not quite heard] is responsible for protecting everything that happens in the square. I noticed that the security was working dark clothing, so at night, and I’m not sure they can check everything (as drivers may not see them).
- RS: We could try putting SIA in reflective jackets to make more noticeable & help stop others from parking there
- RS: As a side note we held a large event then day after the GQ event and no complaints received at all – so we are not always tripping up.
Parking App – Live Demonstration
- EA: The app is going live tomorrow for the Roof Gardens security. It will include an optical card reader that can read number plates from different countries. The system will sync with the members’ database and ensure GDPR compliance. The default reader on the device will be used by security personnel, who will scan the vehicle’s number plate. The system will then capture the number sequence, pull up the member’s ID against Salesforce, and check if the member has parked and entered the club. This will allow us to track when the vehicle arrived and when the person checked in, in case someone claims they didn’t go into the club.
- RS: Members sometimes try their luck and say they went to the gym or Whole Foods
- EA: If someone parks inappropriately, security will be notified of member name on app (if member is in the database). If not in database SIA can enter name or find the members guest on the app. Geolocation data will provide additional evidence of where the vehicles were parked. We have an admin dashboard. The app that correlates the cars, will be cleared every day on front end. Security will collect the information and work with reception team as they have all the details. Security will also know if the same individuals have done it before by colour code on the app.
- SW: It’s very easy to gather all the information and challenge the member, which could eventually lead to their release from membership.
- EA: The Marketing Cloud geolocates vehicles within 3 meters of the square and sends a push notification to the members iPhone/Android if they have the TRG members app, alerting that it is a residential area and parking is not allowed. It’s not live yet, but we can activate it, and we are currently tracking this. (this is separate to the Parking App).
- AS: What is the protocol for security to collect this information? How many security personnel are involved? Is it just two security guards walking around the square, or are there more? Are they systematically checking for anyone who parks and taking a photo, or is it only when someone parks?
- RS: They do not take just single pictures; they should be taking as many as possible.
- AS: They take the photo, and if the photo does match, they may have a word with the member. If they don’t, will it happen immediately or a few days later?
- RS: They (member) will receive a warning email after a few days; it is not instant, but the parking information is updated daily. If they do not have the number plate, we can add it, and it will be recorded. It’s a capture and add (data) process. Not all members have a car, and some simply use the public transport.
- SW: Some travel by tube and do not have a car, as they do not need one in London.
- SW: It is part of the application to request that information, and it has been for the past 3-4 months. It happens automatically, like a gym membership. For those who do not provide their number plate, we will still capture it eventually if they park via the App.
- AS: What is the process for collecting the number plate? What if the vehicle belongs to someone who is not a member?
- RS: The number plate is still logged and will be checked. Guests can be added against members profile as well and warning issued.
- AS: If it’s dark and rainy would not it be difficult to take a photo of the vehicle? The database may not track that person into the club.
- RS: We are doing that now as much as possible (on Security App). SIA approach the car and take a snapshot, and if the person looks like they are going to the club, they will act on it.
- Leo: What about bigger events?
- RS: With VIPs, we always get their number plates, but they do not park in Square. Going forward, we will aim to inform event guests that they won’t be allowed into the club unless they move their vehicle.
- SW: Reception team is not challenging the members. The idea is to gather concrete data so that it can be followed up. The membership team will then challenge the members.
- AS: You are relying on too many points of failure: security, following them into the club, and checking this with the Reception team
- SW: We have already addressed it, and there have been warnings for members who have parked on the square. Thanks to recent AS complaint and follow-up, the member has been warned about his parking and the way he spoke to the team members. I believe this will help us moving forward.
- AS: I think it’s a step forward, but not the perfect solution. The fundamental weakness you have right now is that you do not have member number plates. You need to figure out a mechanism for this.
- SW: We have the plates and are doing both, but you will have to bear with us on this. It’s a step forward, and we will continue to push this approach, communicating with the membership team, retroactively collecting number plates. For those unwilling to provide them, we will use the app system to retrieve the data.
- AS: Can I have the number of members?
- SW: We are not going to share that with you
- AS: If the number of members grows, it will be important to collect all the information. It has been slower to collect this data, and it’s crucial that you are very systematic about doing this now.
- SW: With more members registering and a lot of plates being registered, let’s give it a chance, and we will see improvement. We already have data without the app technology, and it will be even better with it. As more members join, they will have to provide their plates, but not all members have a car. We are working on it and taking it seriously. We are very happy to walk around the square, share data with you, and see the improvements. It’s not helpful to say we didn’t track from the beginning; I’d rather move forward than dwell on the past. The only thing we can do is fix it, not focus on what happened before. Let’s work together— we are doing everything we can. You are not doing the job for us, and I hope you can see that we are taking it seriously.
- LMP: Push notifications on the app will be a game changer to gather these data.
- SW: The push notifications as people drive into the square’s private parking area, and as a member, you can’t park there.
- EA: Manually update the app, which syncs to our system. If SIA can’t identify who the person is, will go in and manually enter and save the information. When the person checks in by tapping at the reception, we will know who they are synced on the app.
- AS: The ladies at the front desk are more focused on engaging with the members and are very welcoming.
- SW: They are logging everything, including check-ins and check-outs, what time members arrive, and they have all the data.
- LMP : can you pull a live database?
- EA: We have to be mindful of GDPR, especially when pulling data that doesn’t belong to members.
- SW: We cannot justify holding data.
SIA Square / Patrol Route
-RS: There are four people patrolling most of the time. I changed the Patrol Map to reflect that they are on the square and not on Derry Street. They monitor two corners, and when a car comes in, they radio the car has entered, take a snapshot/approach if parked, and input it into the database. Not much is changing from before.
-AS: One will be in the square and one on Derry Street, and this rotation will be helpful. However, it’s still not clear what the two security personnel are doing, as they stand there looking at their phones. What are they doing during the first part of the evening?
-RS: Two in Square, we moved from Derry St. The Gap role changes as evening goes on. The first part will involve relaying information, keeping an eye on numbers going into Square, and ensuring the staff are making less noise and maintaining quiet.
RS – I will recirculate the updated SIA routes and plan for KSRA comments.
-LMP: Are security on cold nights wrapped up and warm?
-RS: It’s not the easiest job, especially during winter. We are looking to hire TRG security direct instead of relying so much on agency. We need to find people who are motivated. They are provided with uniforms but currently mainly supply their own coats.
-RS: Members (have complained) do not like being asked what they are doing, and House 35 has commented they do not like having security outside their house, as it makes it look like a crime area and feels antagonising.
‘Nightclub’
- SW: We do not engage with the press, as we are a discreet members’ club. Any stories that come out are simply people creating narratives. Some of the press are frustrated with us because they don’t get the stories they want, and only obtain information that is in the public domain. The average spend in our club is far higher than that of a typical nightclub. The 7th floor will be a Japanese restaurant.
- AS: It will be unfortunate if this happens, if you are going to open a nightclub or a dancefloor, just let me know.
- SW: We are not opening a nightclub. For the 7th floor, we are paying for and interior designer and have already trademarked the restaurant name. Early next year, we will have a Japanese pop-up. If you look at my background, you’ll see I have never operated a nightclub. A nightclub is just drinks and dancing, as it used to be here. I will bring the plans and other details to show you what we are doing (Sue presented the deck to Alex one to one at the end of the meeting) We have a license for live music, dinner, and dancing. That is not changing.
- RS: We are very aware of the license we have, and if we start applying for things that we can’t do, it would be problematic.
Membership Warnings/Terminations
- RS: 83 members have been warned, 5 are on their last warning, and 1 terminated to date.
2025 Resident Meeting Schedule
-RS: I suggest penciling in 23rd January as first meeting date and keeping monthly for the first six months of 2025.
SW: How often do you want to do the meeting?
AS: Keep monthly for now
Any other business
-AS: Any mega events planned for next year?
-LMP: are you taking part to London Fashion week next February?
-SW: We won’t, as we are not a London Fashion Week partner.
-AS: Halloween music levels to be discussed
-RS: It was too loud around the same time as your email (10pm), and I corrected this as soon as soon as I heard myself around the same time. It was fixed swiftly on that occasion.
-AS: For next time, make sure there is no outdoor amplified music
-SW: We have already turned down bookings where people wanted live music, as we are not a private event venue, and it is not our priority.
-SW: RE KM last meeting: Thank you for all the guidance along the way and your kind words. I am grateful for your presence and support. Who will be taking over from you going forward?
-KM: I’m finishing at the end of January, and we haven’t worked out what will happen yet. I will keep you informed. I will be there for one more meeting to do a comparison.
Actions:
- High Viz Jackets to be purchased for SIA in Square x 4
- Put Push Notifications live on the ‘entry app’ for drivers coming into the Square
- TRG to send a member comms that will ask them for number plate and re-remind them of non-parking in Square as part of T&C;s
- Patrol Route Map to be recirculated by Rob to KSRA for review and agreement (has to go to RBKC and Police also once agreed)
- Live demo of App on Square next week with Rob and Manni. Alex suggested Tuesday or Wednesday. Rob to organise suitable day.
- Alex had a good idea regarding a DVLA database / data / app if TRG can purchase. Not to use it to scan, but to match names and address of existing member and build the database that way from bottom up. TRG to follow up.
- Next meeting date Thursday 23rd January 2025 @ 6pm TBC. TRG to send out 2025 suggested calendar dates/invites.